If you’re a restaurant owner, you’re probably painfully aware of how much a bad Grubhub review from an unsatisfied customer can influence your business.
In this article, we’re going to explore how to manage, respond to, and remove your Grubhub reviews. We’re also going to discuss different strategies and platforms to make sure you get all the positive reviews you deserve.
How to Manage, Respond, and Remove Grubhub Reviews
Proper review management is key to keeping a solid score and driving business. From food quality to food delivery service, restaurants have to make sure their customers have nothing to complain about at every step. Sometimes, however, even that isn’t enough. That’s where we have to make sure we manage our online Grubhub reviews properly.
How to Respond to GrubHub Reviews
Once you decide to partner with Grubhub, your customers will be able to leave ratings and feedback on your Grubhub menu page. You will have 14 days to respond to each review, so make sure to stay on top of things.
You can respond to your customers directly from the Ratings & reviews section. It’s where you can thank your happy customers and straighten things out with the unhappy ones.
The ratings & reviews section provides you with an overview of your ratings and reviews.
This section shows you have many reviews you have yet to respond to.
This is where you can monitor your discount code status.
You can respond to each customer review in the Respond to reviews section.
Here, you can report a breach of ToS to Grubhub and ask for the removal of reviews that break the rules.
On a desktop computer, click on “Reviews” in the left sidebar. On a mobile device, tap the hamburger icon.
Find the “Respond to reviews” area to see all the feedback left by diners. Click “Respond” next to a recent review you wish to reply to.
A pop-up will show the customer’s rating, their written review, and their order details.
Write your reply to the customer in the space provided. For tips on crafting a good response, visit our guide on responding to reviews.
Make sure you’re satisfied with your response before hitting “Submit.” Remember, your response will be visible to the public, and the customer will be notified via email. You can’t make edits after submission.
Click “Submit” to post your response. Note: If your response isn’t approved, you’ll lose the chance to reply to that review, so make sure to get it right.
How to Remove Grubhub Reviews
In most cases, a restaurant cannot remove a review on Grubhub. However, under certain conditions, you can contact Grubhub to request the removal of a negative review from your Grubhub page.
Unfortunately, you can’t remove negative reviews that don’t qualify for removal. The only thing left to do is to try to make things right with your customers by responding to their negative reviews.
How to Get More Positive Grubhub Reviews
As much as we’d like to give you a magic formula that will always work and get you only the best reviews, there really isn’t one. In the end it’s all about the quality of your service, food, and how you approach your customers. Here are some tips you can use next time to make sure you get the reviews you deserve.
How to Respond to GrubHub Reviews
There are times when, no matter how hard you try to satisfy your customers, you will get a couple of random negative reviews that don’t really make sense. The first thing to do is to check if they don’t break the Grubhub ToS. If they do, contact Grubhub and ask for removal. If not, try responding to the review professionally.
Review 1: High Fees
Customer review: “I was shocked by the delivery fee and service fee on my last order. The total cost was much higher than expected. Not what I signed up for when using food delivery services.”
Review 2: Wrong Address Delivery
Customer Review: “Absolutely horrible service! My dinner was delivered to the wrong address. By the time I got it, it was cold and unappetizing.”
Review 3: Poor Handling of Multiple Orders
Customer Review: “I placed multiple orders for a family event through GrubHub, and the experience was disappointing. Mixed-up orders and delayed delivery really put a damper on our evening.”
Review 4: Confusion Over Fees
Customer Review: “The order food delivery fees were confusing and not clearly explained upfront. Felt like I was overcharged without proper justification.”
Review 5: Unreachable Customer Service
Customer Review: “After receiving the wrong dish, I called the restaurant multiple times without success. It’s frustrating when you can’t reach someone for help.”
Review 6: Delivery Driver Issue
Customer Review: “The delivery driver was rude and careless with my food. It arrived looking like it had been tossed around. Expected better.”
Where Else to Get Reviews
You may receive negative restaurant reviews simply because the service you’re using to sell food is not functioning properly. In that case, you may want to consider using other ordering and review services.
The biggest players in business use every platform available. For most small restaurant owners, however, this might be a daunting task. If you were to run your business on ten different platforms, you’d have no time left to manage your restaurant.
Consider using restaurant feedback software to manage your restaurant reviews from every platform in one place.
